Guest Experience Supervisor

Kimpton Vividora, located in the Gothic Quarter brings the boutique concept created in the US by Kimpton in 1981, with 151 rooms designed to provide the Kimpton experience to our guests.

In Kimpton you can:

- **_Be yourself:_** Who you are is who we are. So, bring the real you. The best and ever-improving version of you. Bring your background, your personality, your individuality, your creativity. It’s those just-you qualities that make it more personal for you, and our guests.
- **_Lead yourself:_** We support you, and you support we. We trust you to give it your all, take initiative, do right when no one’s watching, find creative new ways to delight guests and co-workers. We trust you to learn, grow and continually improve at whatever you do.
- **_Make it count:_** As long as we’re here, why not make lives better? Yours and our guests. We care for both, and we pursue every chance we can to create a ridiculously personal experience (aka. A Kimpton Moment) every day. That focus and passion gives our work meaning. What you do matters. You matter.

Working at Kimpton is not just about working. And it’s certainly not like working at other places. We value personality, individuality, creativity, doing right, continually improving, focus and passion.

**What’s the Job?**

As Guest Experience Supervisor, you’ll be supporting the department in all required areas, including handling VIP reservations, guiding guests and being a Kimpton ambassador.

You’ll report to the Rooms Division Manager.

**Your day-to-day**
- Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and returning guests.
- Monitor guest feedback platforms (TrustYou, TripAdvisor, Google, etc.) to identify trends and coordinate improvement actions with relevant departments.
- Manage guest complaints with empathy and professionalism, ensuring timely resolution and effective service recovery.
- Conduct regular quality checks in guest rooms (VIP and randomly selected) to verify cleanliness, maintenance, and brand compliance.
- Ensure all public areas and outlets (lobby, rooftop, Social Hour, restaurant, wellness, etc.) meet Kimpton’s standards in cleanliness, ambiance, music, lighting, and scent.
- Strategically assign room allocations to enhance guest experience and support upselling opportunities.
- Coordinate special requests and luxury agency bookings (Virtuoso, Signature, etc.), ensuring personalized and detailed service.
- Be consistently present in guest-facing areas, engaging authentically with guests and enhancing emotional connection — especially during key moments such as Social Hour.
- Respond to online reviews with a warm, personalized tone that reflects the brand’s voice and values.
- Support the Front Office and Housekeeping teams by sharing feedback, identifying service gaps, and participating in service training and quality initiatives.

**What we need from you**
- Bachelor’s degree in hospitality or related field.
- 2+ years’ experience working in Guest Relations department.
- Must be fluent in local language and English, additional languages will be highly valuable.
- Proactive, positive, energetic, dynamic, emphatic, team-worker and with passion for service.
- Opera PMS knowledge will be valuable.

**What to expect from us**
- Discounted international room rates.
- Meals whilst on duty.
- Private health insurance discount.
- Kimpton Benefits: our platform with exclusive discounts for employees.
- Cool work environment and lots of fun ??
- Room for professional growth in one of the largest hospitality companies.
- Training programmes and access to IHG’s training tool.
- Uniform and laundry service.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.